Back to Press Releases

Freshworks And MercadoLibre Come Together to Deliver Improved Shopping Experience

Launches Freshdesk App for sellers on MercadoLibre marketplace, to provide a complete view of shoppers, offer contextual support, increase sales, and gain customer loyalty

Mexico City, Mexico, June 11, 2019

Freshworks Inc, a global innovator in customer engagement software and MercadoLibre, Inc (NASDAQ:MELI), Latin American homegrown e-commerce company catering to 267 million registered users today announced the launch of Freshdesk app for MercadoLibre sellers.

The support helpdesk software of Freshworks is now available on MercadoLibre app store. The app has been designed and developed by Nearsoft, an Independent Software Vendor (ISV) partner of Freshworks using the Freshworks Development Kit. Using the application, support teams of MercadoLibre sellers will be able to get all the customer information under the single dashboard of Freshdesk. The application aims to streamline the Mercado Libre service experience making it easier for sellers to resolve user queries with context.

In 2018, MercadoLibre sold more than 334 million items, amounting to over US$12 billion of gross merchandise volume (GMV). As more and more consumers buy and sell online, consumers expect better experience. As per the ‘PwC Future of Customer Experience Survey 2017/18’ representative of a sample size of 15,000 people from 12 countries, highlights 49% of customers in the LATAM region would stop doing business with a brand they loved after one bad experience.

With the Freshdesk app on MercadoLibre, sellers can deliver fast and personalized customer support to help businesses create customers for life.The integration will support businesses of all sizes based on the demands of their clients or prospects, it has several functionalities:

Contextual communication for delivering better customer experience

- Questions created in sellers’ product listings appear as Freshdesk tickets

- Sellers can pre-define the level of priority for tickets created from questions

- Support teams can see all of the information about a product inside the Freshdesk ticket

Centralize communication using Freshdesk

- All answers are visible in your MercadoLibre product page

- Keep a record of each question and your agent’s answer inside the ticket

- See what the user has previously asked and the answers that were given

Improve customer stickiness on MercadoLibre

- Setup post-sale messages every time a sale is closed to engage with customers

- Answer your post-sale inquiries from your MercadoLibre clients from Freshdesk

- Proactively contact customers, thank them, give discount code and notify them about price drops

“México has clearly moved to online shopping with the proliferation of smartphones and digital payment. MercadoLibre, being one of the biggest online retail platforms became the ideal choice for Freshworks to be part of and help the online merchants deliver a great customer experience.” said Anand Venkatraman, VP, Global Partnerships, Freshworks. “Complete context is required to wow customers with great service and the Freshdesk app now gives MercadoLibre sellers the tool to deliver this experience”.

“As a technology company, we put our users in the middle of everything. Through our history we have built software solutions collaborating with independent developers and just like Freshworks we strive to build great experiences for our buyers and sellers. We will continue to expand and strengthen our e-commerce platform by integrating platforms such as Freshdesk” said Omar Galicia, Sales Director for MercadoLibre México.

About Freshworks

Freshworks provides customer engagement software to businesses of all sizes, making it easy for customer support, sales and marketing professionals to communicate more effectively with customers and deliver moments of wow. Freshworks offers a full suite of SaaS (Software as a Service) products that create compelling customer experiences and lets businesses share a 360-degree view of relevant customer information internally.

Founded in October 2010, Freshworks Inc. is backed by Accel, Tiger Global Management, CapitalG and Sequoia Capital India. Freshworks is a 2,000 + team headquartered in San Mateo, California, with global offices in India, UK, Australia and Germany. The company's cloud-based suite is widely used by over 150,000 businesses around the world including the NHS, Honda, Rightmove, Hugo Boss, Citizens Advice, Toshiba and Cisco.

For more information, please visit www.freshworks.com

Media Contact:

Nikunj Kewalramani

nikunj.kewalramani@freshworks.com